I would like to restrict certain users from assigning service calls to another person.
If I go the Administrators Console, select security, select access, select my role, highlight Service Call, click advanced, and change Assignment to be "view" it allows me to change it, but when I login with a user assigned to that role I can still assign the ticket to a person or workgroup. Anything ideas as to what I am missing. Thanks in advance.
I am setting this up for one particular workgroup. The calls all come in assigned to the workgroup. The manager wants to be the only one able to assign the call to the individual members of the workgroup. If they can't solve it and it needs to be reassigned, they would have to contact the manager to reassign it to the appropriate person.
So, I have two roles created, DBA and DBA_Manager. I'm trying to restrict that field for anyone who has the role DBA.
That is what I did. I gave the DBA role only "view" rights to the assignment field and the DBA_Managers role "write" rights to the assignment field. For some reason the DBA role can still edit that field.
Perhaps a workaround would be to create a UI rule that looks for a change to Assigned to Person and if it is not current person or null then gives a popup message telling them they can only change that field to be empty. Thus, they can only clear the field, they can't assign it to someone else.
Good suggestion. I created a UI rule that uses the notepad app to pop up a message asking them to contact the Manager before assigning the call to someone other than themselves. I'd still like to be able to lock down the field, but this was acceptbale to the customer.
I actually came up with a better work around for this. I created a rule that whenever the "assigned to person" field is changed by someone other than the person I want to be able to change it, it makes empty the "assigned to person" field.